ENGLISH FOR OEC tourism 1 SB

. 24024


•
AlIOiloble soon:

•

•
Oxford English for Careers is a new, up-to-date course where
you learn what you need to know for a coreer in tourism.
• learn the English you need to do the job
• Practise language in real work situations
• learn specialist vocabulary on eYery page

gives you the language, information , and skills
you need to start your career :

•
•
•
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ISBN 978 019 "55103 8

Irs my ;ob - real people talk about their work in tourism
Customer core - key interpersonal skills for customer relations
Find out - tourism projects and internet research
Writing bonk - practice in writing for tourism

• Facts, figures , and quotations all about touriml
• Online interactive exercises to revise and recycle language:

YfY(W.oug,wo1rAt1orlc

•
IS6N 978 019 455106 9

And for the teach. .
• The Teacher. Resoun:. Book helps you 10
leurism $0 you con prepare your students to ~ in tourism
• Background ;ntnxluct;on. 9;'" you .... special;" knowledge
you need 10
un~ ..;th ccnIMlonce
• Handy tips g;'" you oa.y-Io-undenlond oxpIonot;on. and

-n

-n ....

adv;ce
• Additional activities and uni...by-unit tests help you provide

your students with extra practice and support
• Online resources including listening scripts, GIouary, and
furthe.- help on how to leach Iou,;sm:

www.oup.com/elt/toacber/ook
Availai*l now:
Tourism 1 Class CD
Tourism 1 Teacher's Resource Book

1$8N 0 19 4551 024
ISBN 0 19 455101 6

Your career in tourism starts here
.. , with Oxford English for Careers,

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UN IV ER SI T Y P RESS

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Contents
' .... au

SKI l l S A ND KNOWLEDGE

H', my Job / Where Customer cue

Find out

LANGUAGE SKILLS

Listening

LANGUAGE KNOWLEDGE

Reading

Speaking

Writing

Tourism: the

Col/eelS

Country fact shet!t Desc.riblngJob

biggest business

questionnaire

skills

In the world

Job skills

(kscriblngjOb

Language spot

Vocabulary

Pronunciation

AdjectiV6 fOf
jobskills

Syllables

In the Worldl
1 Whatlstourisml. p.4
Andrew Sharpe:

'The ClJstomer is
always right'

Filets and statistics Three jobs
on your country

routines

industrysectOIS
Personalleaming
Dictionaries

2 World destinations _ p.12
New Zealand,

Different

The Bale.uic

destinations-

tsl;lnds

different customs

Country I region
filet sheet.
brochure,
presentation

Where do

tourists gol

Where do tourlsh
rome from?

The biggest
spenders and the

Describins a

destination

biggest earners

favourite places

Describing
res.ot.lrces and

Tourism features
and attractions

Oictionary
transcriptions

Tour operation

Word shess

Reasons for travel

If/,/II',/dy

Sales terms

Thealphabet

Comparing things

Transport words

Describing a
timetable

Adjectives
describing
transport

/c/,/i:/,/cll
Ire/,/a:/,/all

features

Describing a
destination

J Tour operators. p.lO
Br80"" Pozo

The personal touch Tour operators In
your country

Why choose a
package holidayr

The role of tour
operators

Talking to toor
operators

A web page for a
package tour

The'Peuein
Burma'toor

An inclusive toor

Designinga
package tour

Describing local
tour operations

Reasons for travel
and money spent
on travel

Why do people
travel?

Changes in tourist
motivation

Old and new
tourism in your
country or region

Talking about
reason

Passenger survey

Thechanging face
oftoorism

A report ona
travel agency

'Open' and
'closed' questions

Asking questions
Prepositions
oftime

4 Tourht motivations. p,lS

IK('nYJ

'We know what
youwant. . .

Old and new
tourism

Interview with
a Kenyan tour
operator

Describing trends

S Travel agencies . pJ 6
Michaela
Cambelov:'

Identifying needs

local travel
agency evaluation

All in a day's work

The sales process

Anewcustomer

The impact ofthe
Internet

Presenting a
product

Investigat ing a
client's needs
Suggesting
alternatives
and making a
recommendation

Suggestions and
advice

6 Transport in touri sm. p.44
Crulseshlp

Exceeding
e)(pectatlons

Transport in your
country

Transport systems Sa n Francisco
transport
and (able ca rs in
timetables and
San francisco
schedules
A cruise ship

What Is most
Important for
tourists when
traveJling'

wOO"

Timetable
Infnrm:ltlnn

Transport and
timetable
Information

, - - -",. ,-

•

,-

t.

- ,-


Writing bank . p.S2
1 f'l!orsonal state~nt
2 letter of application

3 Email to a client
4 Emallio O~ of your bosses

5 Emilil to a colleague at work

1 Messages and memos

(, Fax

Writing biilnk key p.59

7 Accomociiltion . p.60
Celina AiY
Valle

Smileonthephone local

A place to stay

iI(((lmmodation

Taking~
I~rntionby

telephone

What makes a

good hotel?

Giving information local
acrommodation
about hotels

Typesof

Describing
location

Question stress

accommodation
~rvicesaod

Accommodation in Unusual
Scotland
a((()mmOOation

facilities
Describing
accommodation:

adject:r.oesand nouns

Takin8i1te~phooe

booking

8 Marketing ilnd promotion _ p.6S
NewastleGates- Learn from your
head
customers

product

What is marketlns! Doyou swan
Presenting a
Promotionill

Promotion in
tourism

techniques

Carbon offset
schemes and
blacklists

The ups and
downsofflying
Low-costor
traditional?

Tourism and
air travel
Revolution in the
skies

Cultural tips

Atthetradefair

Haveyouever • . 1 Cultural tips
The Karakoram
Experience
Questions on
Cultural differences Antarctica
Tourist typ6 and
holidaytyp6

local tourism
promotion

Analysingyour

Adverts

Verb patterns

Marketing

Phonetic

Superlatives

terminology

transcriptions

campaign

Promotional
campaign news

Theairtravel
route map

Producing it
questionnaire

'like' or'dislike'

The language of
advertising

9 The air li ne industry . p.76
Javier Diez

Questionnaire
tactics

Askingquestions

politely

Air t ravel
Low·costcarrlers

Ai rport names
and codes III
and Idl

10 Holidays with a difference _ p.84
Antarctica

Ability and
suitability

Interview-with a
mountaineer

Askingandtalking Different
about experience holiday typ6
Describing ~rvice Escape and
prOVision
enlightenment
holidays

Ib/,/vl,fwl

11 Reservations and sales . p.92
HuayanVe

Putting on the
pressure

local u~ of GOSs

Takinga booking
Holiday bookingsThe origins of CRSs getting the right
information
Haodingovef
Computer
tickets
reservation systems
Abbreviations
andeodes

Have you decided
wheretogol

Confirming
a booking

Explaining booking
conditions

'If'

Re~rvation

1~/,/e r/.ll/,

lall

systems for
tourism

Checking the
details

The small print

12 Airport departures . p.1OO
Airport

Careorcontrol?

Vournearest
airport

An airport worker
Two airport
dialogues

Two more airport
dialogues

'*work • P 108

Grilmm,u reference . p.119

Working in airports The check·ln and

information desks
Air passenger
Incldent and
rights
action log

Alrportfactfile

Controlling
passengers
Usteninl scripts . p.128

Responding politely Airport facilities
to questions and
and services
requests
Airport language
Givingordersand
stopping people
doing something

Glossilry . p.B1

Sounding firm
but polite


4 Unit 1

TakeoH

pilot
tour guide
flight attendant
tourist information officer
travel agent
receptionist

waiter
resort rep
chef
porter
hotel manager
airline check·in clerk

1 What jobs do the people in the pictures do? Choose
from the list.

2 Put the other jobs into categories, for example, travel
jobs, hotel jobs.

J How many different categories are there? Can you
think of other tourism jobs for each of the categOries?
If you don't know the name, describe or mime what the

person does.

4 What is t he best job in tourism in your opinion?


I

I

•

What is tourism? 5

In this unit

•
•
•
•

Vocabulary

jobs in tourism
describingjobskills
describing job rout ines
the t ou rism industry today

• Language spot

Adjectives for job skills

Describing job skills

With a partner, look at t he adjectives for describing
people.

Look at the sentences for describingjob skills and abilities.

1 Find six pairs of opposite adjectives.
calm
nervous
disorganized
scruffy

friendly
lazy
creative
practical

flexible
smart
confident
organized

extrovert

shy
hardworking
unfriendly

2 Choose one of the jobs in Take off. Say which three
qualities are the most important.

I enjoy meeting new people.

I know howto use

computers.

Ilikeworldng independently.

I am wiUingtowork long
hours.

I am good at languages.

list.

1 What is your working style? Look at the questionnaire
and tick (.i') the qualities and skills which describe you.

Questionnaire

be/being
smile / smiling
speak/ speaking

understand / understanding
use fusing
work I working

So you wlnt to work In tourism?

QUALITIES
I.m

extrovert 0

organized 0
creat;'"
0

Ican make people relax.

1 Complete the paragraph. Choose from the words in the

Careers questionnaire

0
0
0

+ - ing or noun

I am able to do morethan Ifeel conndent about
one thing at the same time. dealing with money.

Speaking

,mart
i1 xlble
reative

+ infinitive

hardworking
practical
confident

SKillS
'njoy meeting new peo )Ie.
I ni")'workingaspartofateam
like working mdependently.
lamgoodatexplamingthings.
am good at dealing with people.
can make people relax.
Imable odomorc>thanonethlngatthf" ametime.
Ilike working under pressure
kn)W how to use computers and technol )81.
'feel confident about dealing with money.
amw lingtoworklonghours
Iam good at nguaF!

0
0
0

0
0
0
J

0
0
0
0
.J

0
0
0

What do you have to do? What doyou need to know?
In most tourism jobs you
different languages and
have to enjoy _ _ __
cultures, and you need to be
with people-not just the
confident about
'
customers but your
the languages that you know
colleagues as well You have
Sometimes, especially if you
tobeableto
2as
work in an office, you have to
know how to _ _ _ _,
part of a team. You have to
knowhowto _ _ _ _"
computers. It's also important
even if you're having a bad
to be flexible, and you often
day. It's also important to be
have to be willing to
able to
"' clearly on ___ _ , long or unusual
the phone. in many jobs you

need to be good at
S people with

hours. But most of all you
have to like
•
with people.

2 Look back at the jobs in Take off. What skills and
abilities do you think they need?

2 Discuss your answers with a partner.

EXAMPLE

J Which three skills are most important for a career in

A flight attendant has to be willing to work long hours.

tourism?

» Goto GrammarrefHe:u:e p.1l9


6 Unit 1

It's my job

Andrew Sharpe

Read about Andrew Sharpe from Jamaica.

Personal details
Age2S
Single
80rn in the Parish of Manchester,Jamaica
Tourism experience
Started in tourism at the age of
twelve, as an assistant In a restaurant
Trained on the Cayman Islands-oneyear work experience as a chef
other tourism jobs: hotel front desk.
car rental supervisor. night manager
of a small hotel,check·i n clerk for a
charter airline
Present job
Runs his own tourcompany
(,Authentic Caribbean Holidays ltd.')
Promotes 'Unique Jamaica'
programme (adventure travel)
Attends trade fairs
Runs in-school programmes for
Jamaican students to teach tourism
development. susta i na bi Iity, and
community tourism
Offers internships and work
experience for university students
'There's so much todo in tourism.
There are many aspects: hotels, water
sports, tour operation. travel agents:
What do you need to succeed In

tourism?
'Working in tourism Is about lovelove for the industry. If you don't love
it, forget it. It's a people industry. It's
providing service. It's people enjoying
and experiencing your culture. That's
crucial. If you don't have that love. it
doesn't make sense. If you work in
the industry, you've got to love it.'

1 When did Andrew start working in tourism?
2 What jobs has he done in tourism?
3 What does he do now?
4 What does he think is important when you work in
tourism?
5 What does hewant to doin the futUre?

What do you like about tourism?

What do you do to relax?

'You get to experience different
cultures. coming to Europe to see
how they operate and live. what they
like ... In Europeyou see something
done differently which can help you
with the same procedure back home,
looking at it from a different angle.
Even travelling inter-island. visiting
various islands, then you see ~OK, this
island does it this way. we do it that

way~,and so forth.'

'As a Caribbean. part of our life is
enjoyment - having fun. our music,
food,culture - it's natural
for us. I play cricket. I love cricket, with
friends,on the beach, and football ... •
What's the future for you?
'My goal is hopefully to become

Min ister ofTourism, Oi rector of
Tourism, that's my main goal. You have
to have a rounded knowledge of the
industry. from ground level tothe top.'


What is tourism? 7

Listening

Extract 3
We work very _ _ _ _ "6, especially on changeover

Threejobs

" who a re going home to
days. We take t he
the airport at six in the morning, and bring back the
new group. We t hen have to get them settled, sort out
any

'8-and there always a re problems!-

, Kelly

1

~

2

John

and dothe paperwork. So I
midnight on changeoverday.

3 Suza nna

Listen to three people talking about their jobs.

1 Which job do they each have? Choose from the list

• Language spot
Describingjob routines

in Takeoff.

2 Which of them
a
b
c

d
e

:I

'9 unt il

EXAMPLE

Kelly: 'I usually start at six in the morning .. but this

enjoys working with people?
gets one day off a week?
works shifts?
works mainly in the back office?
only works part of the year?

week I'm doing the late shift.'

1 Which of the verbs describes a habitual action and
which describes a temporary activity or arrangement?

~ Listen again and complete the extracts.

:I Underline other examples of the tenses in listening 1.

J Complete these sentences with the correct form of the
verb in brackets.

Extract'

I
' arrivals, hand out
l,process
J , that kind of thing. I work
enquiries and
_ _ _ _., , which can be a drag.I _ _ _ _ '~start

1 I usually _ _ _ _ (finish) at five, but today I
_ _ _ _ (work) until eight.
2 We _ _ _ _ (not have) many guests outside the

at six in the morning, which is OK because Iget off nice
61 dothe late turn and
and early, but then
I don't finish till after midnight-this week I
_ _ _ _7the late shift.

summer season, but a big conference _ _ __
(take place) this weekend, so we're very busy.
3. Some of the rooms _ _ _ _ (not have) private
bathrooms. Which room

Extract 2
_ _ _ _ "directlywith the public at the desk.On a

4

typical day, I'm on the phone and the _ __ --"
most ofthe time. 1_ __ _ '0 t he day by checking
my _ _ _ _'\ and that _ _ _ _ the agenda

(stay) in,madam?

_ _ _ _ (wait) for a call from the manager. She
_ _ _ _ (want) me to show some important
clients our deluxe suites. They _ _ _ _ {think) of

1
, 2

holding a business meeting there.

for the first part of the morning at least. I have to talk
to local businesses, hotels, tour compa nies, to check
that
11 the service they want, that we're
stocking their brochures and soon.1 also _ _ _ _"
presentations, and 1get invited to a lot of social events
to network a nd talk about tourist information services
in the city.
I

lSon a big presentation for some It alian

clients at the moment.

5

_ _ _ _ {work)withcomputersaJotlnfact,J
_ _ _ _ (do) aspedaltraining course at the rnomem.

_

»

_ _ (go)tocoUege everyTuesdayevening.

Go to Grammu reference p.119


8 Unitl

What 11 tourl1m?
Tourism is the temporary short-tl!:rm mOVl!:ment
of people to destinations outside the placl!:s where
they normally live and work, and their activitil!:s
during the stay at thl!:sl!: destinations_
TouriJm Sod.,.
UK,1991

This is the stuff that changed the world. Along
with a handful of other things-television, sex.
and the computer-the ability to travel the world
freely sets those who live in the late 20th century
(and early 21St century) apart from those who
lived before it .

Mlchnl Ellklt
1991, 'The Pleasure Principle'. The Economist , London

Speaking

Pronunciation
1 (i) Usten to these words. How many syllables do they

Job skills

have? Tick (..... ) the right column.
Numbe rofsyllables
Word
agent

,

Strongest

3

first

attendant
manager

1 What questions would you ask to find out this
infonnation about the two people?
Nationality

Where does he I she come from?

Age
Job

Qualities and skills
Working hours
Typical daily tasks
Things he I she enjoys about the job
Relaxing after work
Own holidays
Z Work in pairs. Student A, look at p. lOS. Student B, look
at p. 11S. Ask about each other's person.

catering
guide
porter
tourism
pilot
attractions
calm
Z (i) Usten to the words with two or three syllables.
Which syllable is strongest?

J Say each word. Let your partner check your
pronunciation.

Vocabulary
Industry sectors
1 The travel and tourism industry has different sectors.
Look at the diagram and match the descriptions a - f
below with the six sectors.

2Transport

a people or companies that organize and assemble
the different parts of a holiday or tour
b places to stay, such as hotels, and the food and
services that are provided there
c places that tourists want to visit
d ways of travelling between different places, such as
trains and airplanes
e government organizations that promote and
develop tourism
f people or companies that sell the holiday or tour to
the customer

1 Think of a local example for each of the sectors from
your city or country, for example, the name of a local
travel agent.


What is tourism? 9

tou r ism l'tu~nz;m1/ NOUN ru] the
business of providing and arranging
holidays and services for people who
are visiting a place

Customer care
'The customer is always right'
1 Do you agree that 'the customer is always right'?
Z Look at this definition. Think of your own good
experiences as a customer. Tell your partner about them.
Tourism is about customer care:

It's about people, not just places.
It's about always smiling.
It's about always listening.
It's about delighting the customer, not just serving
the customer.
It's about loving your job, not just doing it.

Find out
1 Where can you find out
facts and statistics on
tourism in your country?

FACT SHEET

Name of country I region: .......................
Sources for inform ation and statistics:
Website

Z What are the names of the
main tourism companies in
your country? Find their
websites and note down
information on whatthey
do, when they were
founded. what jobs they
proVide - and anything else
that you find interesting.

Writing

National tourism board (or office)
Regional/local tourism office (TIC)
Other useful websites

Sector

Tourism att ractions

country fact sheet
Complete this fact sheet
for your country (or
region).

Location

Transport

Accommodation
and catering
Touroperators

Travel agents

Example
company

Website

Location

Other information
(e.g. size, no. of viSitors.
branches, etc.)


10 Unit 1

ch.Uenlti (n) something
new and difficult that forces
you t o make a lot of effort
currency (n) the system and
type of money that a
particular country uses

economy (n) the operation
of a country's moneysupply,
commercial activities, and
industry

security (n) the state of
feeling safe and being free
from worry

flexible (adj) that can be
changed easily

Reading
Tourism: the biggest business in the world
1 Discuss these statements with a partner. WriteT (true)
or F (false).

1

One in fifty of all workers are employed in tourism
related industries.

2 The number of international tourism arrivals will
more than double between 2004 and 2020.
3 Tourists often worry about international security.
4 Tourism has only had a good influence on the
modern world.

2: Read the article to check your answers.

I

I I I ~...
I I I

Facts and

e

e

Tourism is one of the biggest
businesses in the world. There are
nearly 800 million international
tourist arrivals every year. It
employs, directly or indirectly,
one in fifteen of all workers

worldwide, from A to Z. from
airport cleaners to zookeepers,
and includes bar staff, flight
attendants, tour gu ides, and
resort reps. It is a huge part of the
economy of many countries - in
countries such as the Bahamas,
over 60% of the economy is
based on tourism.
Tourism is a fast-growing
business. When Thomas Cook
organized his first excursion from
Leicester to Loughborough in
1841, he probably didn't know
what he was starting. Key
developments in the last 150
years or so have led to the rise of
mass tourism. There have been
technological developments in
transport. in particular the
appearance of air travel and
charter fl ights. There have been
changes in working practices, with
workers getting paid holiday t ime
and working shorter and more
flex ible hours.

In recent years we have seen the
growth of the Internet and
globalization. making the world

seem a smaller but very
fascinating place. The tourism
industry grows faster and faster
each year. In 1950, there were 25
million international tourist
arrivals. In 2004, the figure was
760 million, and by 2020 it is
predicted to be 1.6 billion.
But what are the challenges
today? The tourism industry is
affected by many d ifferent
things: international events,
economic change, changes in
fashion . New concerns and
worries appear every year, for
example as people become more
worried about se(:urity and
international terrorism, or as the
value of t heir (:urrency changes.
But new destinations and new
sources of tourists also seem to
emerge every year.
Tourism survives. It is a powerful
and sometimes dangerous force
in the modern world. Tourism
creates many good jobs and
careers, but it also produces
many poor and badly paid jobs.
TOUrism can help 10 proted
environments and animal lile, but

it can also damage them.
Tourism can save cultures and
t he local way of life. but it can
also destroy them. Tourism can
change countries - and peoplefor the better, but it can also
change them for the worse.
Tourism is one 01 the biggest
industries in the world. It is
perhaps also t he mosllmportant


Whatistourism? 11

Checklist
Assess your progress in this unit. Tick (./) the
statements which are true.
f can understand articles describing the
tourism industry

J In pairs, answer and discuss these questions.
1 What do these numbers in paragraphs 2 and 3 refer

f can understa nd people talldng about their
jobs in tourism
f

can describe job I work routines and skills

to?

I can ask questions about the personal

a 1841

profiles of tourism employees

b 2S million
c 760 million
d 1.6 billion

2 What are the four positive and four negative effects
of tourism mentioned in the article?
3 How many jobs in tourism can you think of?
EXAMPLES

A is fo r airline check-in clerk.
B isfor baggage handler.
Cisfor ..
4 Which of the key developments in tourism do you

think were the most important ?
S Can you think of some recent international event s

that have affected the tourism industry?
6 Do you think tourism is a positive or a negative

influence in the world?

Vocabulary
Personal Learning Dictionaries (PLD)

1 Look back at the dictionary entry for the word tourism
on p. 9. How many different pieces of information does
the dictionary give you?

Z Which of the pieces of information in this list is not in
the dictionary?
•
•
•
•
•

The word (e.g. tourism)
Its translation in your language
The phonetic transcription (e.g. I'tu;)Tlz;)m/)
The part of speech (e.g. noun)
Any relevant grammar or language features
le.g. uncountable)
• Use in an example sentence (e.g. Tourism is the
world's biggest industry and employs millions of
people throughout the world.)
• Related words (e.g. tourist)
• Any other important information

J Select the most important words from this unit. For
each word, prepare an entry for your Personal Learning
Dictionary.

Keywords
Jobs

check·in clerk
chef
flight attendant
pilot
porter
receptionist
resort rep
tour guide
tour operator
tourist information officer
travel agent
waiter
Nouns
cat ering
charter flight
destination
excursion
public sector
retail
shift
tou rist attraction
Adjectives
online
worldwide

Next stop
1 Which countries have you visited as a
tourist? Which countries would you like to
visit ?Why?
Z What famous attractions have you seen?

J Which was your favourite, a nd why?


12 Unit 2

Takeoff
1 Do you know the names of these famous attractions?

2: Match them with the outline map of the country
where they are located, What are the names of the
countries?
3 What type of attraction is each one? Choose from
the list.
historic monument
theme park
castle
natural geographic feature
palace

beach
cathedral
temple
ski resort

4 Can you find these types of attractions in your country?
Give examples.


Worla aestmatlons u

In this unit
• tourist destinations and attractions
• tourism flows
• numbers and statistics
• describing resources and feat ures

Pronunciation
Look at the dictionary tranSCriptions of some countries
and cities.
mJ'dnd
'rAJJ
spem
'kren:xia
'pren s
fra:Ils
'TtJli
'IAndJIl
'hAl)gJri
'mekslbo
mos'bu
't:mkijao
'tJam;)
'reO:mz
'd33:mJni
f;)Om
b f;) 'zll
d3 J 'pren
1 Can you find the following places?
1

2
3
4
5

Spain
France
Japan
China
Russia

J (;l Listen to the numbers. Which one do you hear?
c 13.5/30.5
d 15 J 50

a 19,000/90,000
b 18 million 1 80 million

4 (;l Listen and repeat the numbers.

19

90

18

80

13

30

15

50

S Write down some similar numbers. Do not show them
to your partner. Read them to each other. Can you
identify them correctly?
6 (;l Listen to this presentation describing the top ten
country destinations for tourists. Complete the table.
Positio n

Country

Number of t ourist s

1st

:2 Identify the other places.

'od
3,d

J (;l Listen and identify the ten places you hear.

4th

4 (;l Listen again and repeat each place.

5th

S Practise saying the place names from the dictionary
transcription.

6th

6 How do you know where the stress is in words with
more than one syllable?

8th

7th
9th

Listening
Whe re do tourists go?
1 When we look at the movement oftourists (or tourist
jlow), there are three types of tourism. Match the words
below with their definitions.
1 domestic tourism
2 inbound tourism
3 outbound tourism
a people leaving their country to take holidays
b people taking holidays in their own country
c people entering the country from abroad to take
holidays

:2 Which countries do you think receive the greatest
number of tourists?

10th
7 What do you know about the ten countries as tourist
destinations? Think about the following categories and
give examples.
•
•
•
•

Towns and cities
Natural attractions and features (e.g. beaches)
Historical and cultural attractions
Purpose-built attractions (e.g. theme parks)

8 Think about your own country.
1 Where do domestic tourists go? What attractions do
they visit?
2 What places do inbound tourists visit? Which
countries do they come from?
3 Where do outbound tourists go? WhichcountJ"id;do
they visit?


I

80% of all international
o trilvel is made up of
nationills of just
twenty countries.

and Japanese
tau rists outnumber

travelled internationally,
or neilrly 12% of t he world's

Hawaiians by five to one in

people.

the summer.

Reading

Speaking

Where do tourists come from ?

The biggest spenders and the biggest earners

1 Which countries do you think generate the most tourists?

1 Look at the word grid and complete the sentences.
earn (v) to get money by working

2 Look at this graph of the eleven highest touristgenerating countries. Can you identify each country
from the first letter and flag?

receive (v) to get or accept 8t h that

sb sends or gives to you
spend (v) to give or pay money (or sth

J
F
R

Verb

spend

earn

Noun (person)

spender

earner

Noun (thing)

expenses
expenditure

earnings

If you

more than you

you

receipt

,you

will get into debt. But if you

C

receive

morethan

,you can save.

2 The IT manager is one of the highest

in

the company. His total _ _ _ _ are twice what I

M

3 When you are on a business trip you can claim

things like travel and hotel costs as
you must remember to get a _ _ __

c

. But

4 The travel agency didn't make a profit last year
because the _ _ _ _ was greater than the

u

_ _ _ _ from customers.

2 Which of these countries do you think are the biggest

p

tourist spenders, and which are the biggest tourist
earners?
Austria
Canada
China
France

u
G

Germany
Greece
Italy
Japan

the Netherlands

the UK
the USA

J Work in pairs. Student A, look at pJ08. Student S, look

o

10

20

30 40 50 60

million tourist depanures perye~r(2000)

J Does any of the information surprise you?

70

80

at p.lll Give your information to your partner and
complete the blank chart.
4 Compare your charts. Identify the countries which
receive more from tourism than they spend.


World destinations 15

Vocabulary

Tourism feature5 and attractions
The things that attract tourists to a particular country can be divided into different groups. Look at the table.
Climate

Natural
features

Built
attractions

Events

Food,d rink,and
entertainment

Accommodation

Transport

rainy

beach

cathedral

carnival

rest aurant

hotel

train

sunny

desert

museum

folkdance

motel

plane

1 Decide which column the words in the list should go in
(there may be more than one possibility). You can use
an English-English dictionary.
harbour
music festival
campsite
waterfall
chilly

castle
concert
countrySide
art gallery
heritage

Customer care
Different destinations - different customs

damp
metro
nightlife
temperate
coastline

:2 Complete the sentences.
I I don't really like the city. I prefer to live in the

2 There aren't many beaches on the island. The
_ _ _ _ is mainly rocky with steep cliffs.
3 The Netherlands has a _ _ _ _ climate, with
mild winters and cool summers.
4 These beautiful old churches are part of our national

J Can you think of any other words to add to the table?
4 Work with a partner. Use the new words to talk about
your region or your favourite holiday destination.

Working in tourism means meeting people from
different countries. It also means sending people to
different destinations with different traditions and
customs. It is important to respect and understand
these different traditions and customs.
1 How can you find out more about the traditions of
visitors from some of the countries listed in this unit1
2 How can you help tourists to understand local tradltn'1S

and cultures when they visit other destinatiOns?


16 Unit 2

Where in the world?
1 What do you know about New Zealand and the
Balearic Islands? Think about: climate, geography and
location, natural features . main attractions, and their
importance as a tourist destination.
2 Now read the descriptions and check your answers.

J Which text would you find
1 in a reference book?
2 in an advertisement or brochure?

The Balearic
Islands Mallorca,
Menorca,
Ibiza,
Formentera


World desti nations 17

•

Sun, sea,,.,,d (ulrure- with a Spanish style

•

lOO days a year of guaranteed sunshine

•

Fabulous beache~

•

Ea5ytogetto

•

Great entertainment

•

Something for every type of tourist

Floating between Spain and the North
African coast, the Balearic Islands offer
the perfect location for a fantastic holiday.
There are four main islands for you to
choose from,each with their own special
atmosphere .

The gorgeous climate boasts more
than 300 days a year of guaranteed
sunshine, making the islands the ideal
setting for a beach holiday.The long

hot summer stretches from May to
October, with temperatures around
2rC - just right for relaxing and
getting a tan.
The islands offer a number of
attractions for tourists. Sun-seekers
will love the fabulous beaches. Funseekers will enjoy the eXCiting nightlife
- the clubs and discos of Ibin proVide
plenty of entertainment for young

people. But there's more to these
islands than sun and fun.You can also
enjoy wonderful architecture (the
Gothic cathedral at Palma is well
worth viSiting), hilltop villages, o live
groves, great food, and hidden beaches.
You can take a relaxing fishing or
sailing trip, or go to o ne of the many
festivals. If you go in June, don't miss
the spectacular Fiesta of San Juan at
Ciutadella on Menorca.
Whatever you want from a holiday, the
Balearics will help you find it.

• Language spot
Describing resources and features
The Balearic Islands

NewZealand
Describing

geograph ical
featu res

New Zealand lies in the South Pac inc Ocean.
It consists of two islands. It is located 1,600
km south-east of Australia.

Describing
climate

The climate is generally temperate and damp.
The extreme north has got an almost
subtropical climate.

Describing
tourist
attractions

The main attraction for tourists is the scenery.
The landscape is largely unspoilt and very
varied. There are mountains, lakes, glaciers .. .

1 Look at the expressions used to describe resources and
features in the text on New Zealand.

4 Use the sentences you identified in 1 and I to help you
to write similar sentences for New Zealand.
EXAMPLE

Does the text on the Balearic Islands use the same

expressions?

Floating in the South PacifrcOcean, NewZealandoJfers
the perfect location for an exciting holiday.

2; Which different expressions does it use to describe the

three areas? The verbs listed below will help you
identify them.
float
choose
stretch
prOvide
offer
boast
love
enjoy
) The text on the Balearic Islands is trying to attract
visitors. One way it does this is to use sentences where
the subject is 'you'. Find the sentences using 'you '.

S Use the sentences about New Zealand in the table to
write similar sentences for the Balearic Islands.
EXAMPLE

The Balearic Islands lie between Spain and the North
African coast.

»

Go to Glammu Iefelen~e p.120


18 Unit 2

Listening
Favourite places

:2 What do they like about each of their favourite places?

J CC) tisten again to tiz. Match the four adjectives with
the four nouns to form word combinations.

lOI Listen to three people talking about their favourite
holiday destinations.
Which of the places in the list do they each say Is their
favourite?
London
Scotland
Northumberland
Zurich
Vienna
a Uz _ _ __
b Regula _ _ __
c Valery _ _ __

Budapest
Prague
Barcelona
Cyprus

Ibiza

A

B

remote
spectacular
ruined
dramatic

views
coastline
cottage
castle

4 Match these eight adjectives and eight nouns to form
more word combinations. Then check your answers
with the listening script on p.128.
A

B

cheap
cultural
delicious
happy
relaxing
exciting
lively

crowded

memories
bars
beaches
heritage
nightlife
flights
break
food

5 Work in pairs. Have you ever been to places with
similar features, for example, a dramatic coastline?
Tell each other about the places.


World destinat ions 19

Checklist
Assess your progress in th is unit. Tick (.I) the
statements which are true.
I can talk about tourist destinations and
flows

Speaking
Describing a destination
1 Work in groups. Think of another destination (not your
own country or region). Make statements to describe it
to the other students in the group. Can they guess the
place in less than ten statements? You get a point for

every statement that doesn't lead to a successful guess.

I can understand and describe statistical
charts and simple graphs
I can understand people talking about their
favourite destinations

I can understand descriptions of resources
and features in tourist destinations
I can produce descriptions of resources and
features in tourist destinations

2 What do you know about the Seychelles and South
Africa?

Writing
Describing a destination
Write descriptions of two other tourist destinations,
using the information files on p. 109. Make one a
factual description, and the other more like an
advertisement or brochure.

Find out
1 Think of a country or a region. It could be your own
country or region or a country or region that you know
well.
Where can you find out more about the place you have
chosen as a tourist destination?
Find out as much as you can and record the
information under the following headings.

•
•
•
•
•

Location and geographic features
Climate
Transport
Tourist attractions
Other information

2 Use the information you have found out on the country
or region to
• write a factual information sheet
• write a brochure description
• prepare a talk or presentation.
Use pictures and visuals where possible.
3 Present your talks in small groups. Listen to each
other's talks, make notes, and ask questions.

Keywords
Specialist industry terms
domestic tourism
inbound tourism
outbound tourism
tourist flow
Nouns
carnival
cathedral

cHmate
coastline
countrySide
desert
expenditure

harbour
heritage
historic monument
landscape
receipt
temple
theme park

Adjectives
remote
spectacular
temperate
unspoilt

Next stop
1 What different types of holiday have you had
in the past?
2 What was your favourite holiday?Why?
3 Howdid you arrange the holidayindependently (by yourself), through a
company, online, or some other way?


ioU

UIlIl'

TakeoH
1 Look at the different package holidays. What type of
holiday a re they advertising?
Z Whichholiday(s) would you choose? Why?
3 Have you or has anybody you know ever been on a
package holiday?
4 Why do you think people go on package holidays?
Think of three reasons. Compare your reasons with
your partners.
pac ka ge holiday (US package tou r) noun leI a
holiday that is organized by a company for a fixed
price that includes the cost of travel, hotels, etc.

Listening
Why choose a package hollday7
1 (j) Usten to Helga, who works for Das Reise Biiro, a
German tour operator. What are the reasons she gives
for choosing a package holiday? Are they the same as
yours?

Z (j) Listen again and choose the correct answers.
How far in advance do tour operators buy
accommodation or transport?
a
b
c
d

Six months
One year
Two years
Three years

2 What things does Helga say that people will need
money for on a package holiday?
a
b
c
d

Buying drinks
Buying souvenirs
Car hire
paying for taxis

3 According to Helga, what does a tour operators
representative, or 'rep', do?
4 Helga says that package holidays produce 'peace of
mind'. What does she mean?


•
•
•
•
•

ad'¥clntages of package tours

the role of tour operators
asking a tour operator for information
prepositions oftime
preparing a tour brochure or web page

Reading

2 There are two other terms that mean the same as
package holiday. What are they?

The role of tour operators

3 To buy in bulk means to buy something
a
b
c
d

Read the article and find the answers.
Package holidays are created by tour operators and
then sold through the chain ofdistribution.

on the Internet
in large quantities
in secret
a long time before you need to use it.

a What are the components of a typical package
holiday?

4 Why is it important to buy in bulk in tour operation?

b Who else forms part of the chain ofdistribution?

5 Why do you think specialist tour operators prefer to
sell direct to their clients?

c How many different types of tour operator are
there?

6 If you could work for one of the four types of tour
operator, which would you choose?

Putting a package together
Package holidays, which are also known
as package tours, include all of the
components necessary for a complete
vacation:
transport to and from the destination
transfers between the airport I station
I port and hotel
food and accommodation at the
destination
other services such as a guide or
holiday 'rep'.
The professionals who bring these
elements together to create a holiday are
called tour operators. They buy in
advance and in bulk from the principles:
airlines, shipping lines, hoteliers, and so

on. Because they buy hundreds of seats
or rooms from the principle, they pay a
much lower price for them than an
ordinary member of the public. The tour
operator then converts this bulk into
individual packages known technically
as inclusive tours (ITs). These are
marketed to the consumer through
travel agents or by other systems.
In the past tour operators sold almost
entirely through travel agents, but today
they also use direct selling. This strategy
eliminates the travel agents from the

chain of distribution, a nd this reduces
the final cost of the holiday package
because direct sell operators do not have
to pay commission to a travel agent.
Many smaller tour operators, for
example, prefer to deal directly with
their clients.
Not all tour operators sell the same
type of holiday. The real.ly big operators,
the mass market operators, produce lowcost holidays to tradit.ional sea, sun, and
sand destinations like Spain, Greece, or
Turkey. Other operators limit their

product to customers who want a v
specific type of holiday. These spec'
operators sell adventure holidays,

holidays for single people, holidays
motor-racing fans, and so on. Dam
operators specialize in tours for
who want to holiday in their own
country, whilst incoming tour oper
are specialists in providing holida
packages to visitors coming from a
Forexample, 'Vastravel', an l talian
incoming tour operator, sells tours
Jta.ly to people from the rest of the

Principl es
Transportation + Transfers + Accommodation + Other services

~

.--------, - - - -j
Tour operator

I

Di,,
_

•

I
I

Travel agent

---

I

\!...


It's my job

Listening
The 'Peace in Burma'tour

Begoiia POlO

Begona's main job is organizing escorted tours of
Burma, in south·east Asia.

1 Why do you think people visit Burma?

Fifteen years ago Begoiia Pozo and her sister opened a

2 (j) Listen to Begona describing one of the tours she
organizes. Tick (.I) the places the tour visits, and the
activities the tourists can do.

travel agency because they both lovetotravel. Now

she is the European agent for MyanmarGold,a

speCialist tour operator for Burma. What do you think
she likes about her job?

Now read on.
Degona says:
... about her job I love to sell and to work in the office ...

to try to Introduce the place to my clients, and to show
them the place and tell them that they have to go there.
... about Burma

Burma has started to attract tourists

from all around the world. It's very beautiful and
everything is so traditional.

... about Burmese people They're always smiling.And

very often they give you presents because they are
Buddhists. You can tell that religion is really important

to them .
... about Asia I think that people in Europe are not as
friendly as in Asia. Asian people are very friendly. On Thai
Airways the flight attendants a lways bow when you
enter the plane. On European ai rlines they often stand
with their arms crossed. Asian culture is more polite.

Place

o
o
o
o
o
o
o
o
121

Activity

Bagan
Rent a bicycle
Spend sometime at the beach
Bago
Visit a school of Buddhism
Inle
Mandalay
Gotrekking in t he mountains
Ngapali
Practise yoga
Sittwe
Visit the city's floating market s
Thaila nd
Visitsomeofthemanytemples
Thandwe
Go horse riding
yangon ________ Visit the capital city

3 (j) Listen again. Which activities can you do in which
place?
4 What is the main problem Begona has when she tries
to get people to go to Burma?


Touroperators 23

Mo"th"

12 milli on
people ;oth,UK
take a package holiday each year.

• Language spot
Asking questions

Pronunciation
, Say the follOWing words. Pay attention to the stress. Is it
on the first or second syllable?
accept

agent

local

t ravel

Z (a"l Listen to the words. Were you right?

J (a"l listen to the stress pattern in the following words
and then write them in the right column in the table.
customer
discount
domestic

brochure
commission
component

One way tour operators like Begoita market their
product is by attending tourism fairs. There they can
meet other travel agents and direct-sell clients.
,

••

••

agent

accept

holiday
include
inclusive

•••

package

providers
transfers

•••

local
travel

Look at the notes below. They were made by a travel
agent who is looking for different types of package
holiday to sell.

P.-ice ir.Clude -tYa"stt"Y5?
P.-ice ir.Clude .....eals?
Use Ioc.a.llctels?

Ac.cepf qroups?
Di$C..C:I<.Mt trx ql'"oups?
Hou.> n'luC;,?

Travel o.q&It 's COn'In'l iSSiOl'1-1.ow muc.J.?

4 Practise saying the words in each column.

Speaking
Talking to tour operators
1 Work with a partner. Student A, look at p.109 and study
the information in the box. Student B, you are the travel
agent. Look at p.l14. Follow the instructions.
EX AMPLE

Z What were the questions the travel agent asked when

Tour operator Good morning. Can I help you with

talking to a tour operator?
EXAMPLES

Brochures of tours?
'Do you have brochures ofyour tours?'

Price include transfers?

'Does the price include transfers?'

J Can you think of any other questions the travel agent
might ask?

»

Go to Grammar reference p.120

Travel agent

anything?
Yes, 1hope so. I'm a travel agent from
(your country I region). I'm looking/oT
tours to ...

Z When you have finished, change roles and ch~ thr

information from a different tour operator_


24 Unit 3

former (adjJ of an earlier t ime;
belonging to the past

glimpse {n) a very qUick and not
complete view of sb' 5th

Reading
An inclusive tour
Tour operators regularly use brochures and the
Internet to advertise their package holidays and tours.
1 Look at the map of the Balties. Read through the tour
and connect the cities and other places in the order in
which they are visited.
Z One OfYOllI clients is interested in visiting the Saltics.
Look at the tour description and find the following
information forthe client.
1 The length of the tour
2 Departures for the second half of July or beginning
of August
3 What type of accommodation will they have?
4 The basic price of the tour
5 How much will the tour cost for one person using a
single room?
6 Does the cost of the tour include
a all food and meals!

b entry costs to monuments?
c arrival and departure transfers!
7 Will there be a guide on the tour?

J Work with a partner. Student A, you are the client.
Student B, you are the travel agent. Ask and answer
questions about the Salttes tour. When you have
finished, change roles.

A glimpse of the

Balties
Vilnius - Riga -Tallinn
6 days by f'rivote coo h

Boille Republics of Istonia.

Lahio, and Uthuania on
Ihis short escorted (oach

taur. The emphasis is an
the capitol cilias.

SATURDAY VILN IUS - TRAKAI Morning city tour of Vilnius,
capital of lithuania for more than 600 years . Afternoon trip to
Trakai , former capital of lithuania. Visit to a 14th century castle.
For ages it served as 0 defensive structure and residence of
Lithuanian Grand Dukes. Overnight 01 Hotel City Park.
SUNDAY VILN IUS - RIGA Morning deporture by coach to
Riga, the capitaJ of latvia . Visit to RundaJe, a beautiful baroque

palace south of Riga . It is a splendid example of the work of
Italian arc hitect F.B .Rastrelli . Arrival in Riga. Check in at the hotel.
Overnight at Hotel Radisso n SAS Dougava or similar in Riga.

Jui 6, 13, 20, 27
",3, 10, 17, 24
fro.: S84Sper peoon double

S34S single supplement
Indudes:
• 5nig/rf';ol lim·cItm hotels
• daily breakfast
• 1 wekome drink
• Iransportorion by air-conditioned coad!
•

private arrival bondel

• $ighlweing per itifIefary

• kw:ollour gui~
• tax aoo service thafges
• individual informoliM package Idly
OLAND

Visit the thre. indep&lldent

FRIDAY VILNIUS Arrival. Transfer with private driver and
guide . Check in at the hotel. At 7.00 p.m. welcome drink at the
hotel where you will be greeted by tour guide or representative.

Overnight 01 Holel City Pork or similar in Vilnius.

Glloranteed clepartgres: Fridays 2007
JUn8, 15,22.29

P

TOUR DESCRIPTION

guides GIld programmes)